Bizarre 'Eon-Mistake-to-Debt-Collection: A guide to resolution-proof Customer Services'.

Jay_nee

I queried mis-billing in February 2019. Meeting every deadline and CS request, this is unresolved. (Read from the bottom email) i have no connection to Eon.

ME:

Dear Bryony,

I have replied by your deadline of 6th but understand you have nevertheless closed this complaint. Please confirm that you are not intending to respond to the email I sent regarding calculations made on the basis of Eon bills supplied by Delilah Aboud.

I understand that this has been a problem since May, when the new meter was put in. I understand that despite alerting you to this mis-billing in February, it has now come to August after several visits from your meter men. I understand that they have communicated with you. I understand that the bill is unresolved and you are not prepared to look at calculation based these Eon bills. I also understand you have now handed this to your debt collection department without further communication.

I understand that Eon has mis-billed. I understand that no resolution is on offer from yourself. Please confirm if you are prepared to consider any discrepancy by responding in an email as per previous request.!

The bill payer has been diligent in paying bills. This has taken far too long and I understand that I have alerted you that not replying may lead to a more serious complaint, as per previous email,

Regards

14.8.19


----
EON:


Hello,

ACC: x9999999999x

Balance £528.94DR

Sorry I’m not your Resolution Manager anymore. Bryony was dealing with your complaint and now it is closed.

Thank you.

---

!ME:

complaint RE SENT DUE TO NO REPLY

Is anyone dealing with this?

ME:

ResolutionComplaint RE SENT DUE TO NO REPLY

Dear Bryony,
!
Calculations are as per copies of the bills requested from your colleague, Customer agent (insert name) These are your bills.!

It is Eon's responsibility to bill correctly. You have not done this. The problem of Eon inversely billing night-for-day and vice versa has been going on since May, 2018. !I have alerted you to this error in February and requested copy bills. I have supplied you with calculations based on these bills.!

You have now handed this to a debt collection agency - without considering the billing correctly. I am extremely concerned that the length of time this has taken, the reluctance of the customer agent to assist - and now the threat of a debt collection agency, may amount to a more serious complaint.

Methodology, together with the bills supplied - with Eon's standard logo and header - are available to you on request,

Rgds

---
EON:
Dear!Mr XXXXX


Thank you for your email. Your complaint was closed due to no contact. That is why your information was passed to a Debt Collection Agency. I have now re opened your complaint as per your email.!

Your Complaint

I can see you have had an ongoing complaint regarding the outstanding balance which is currently £528.94. I can see that you had your meter tested earlier this year however those results showed there was no fault with your meter however the day and the night! readings were being recorded incorrectly. This has since been corrected which credited your account back £874.86

Your Calculations

I understand that you have manually worked out what your think the balance should be, however we bill to the meter reading and will not change these charges. What E.ON has billed to is what we believe to be correct.!


The next steps

I believe that your complaint is resolved, and I would be in a position to offer you a resolution. we have explored if the meter is faulty and corrected an issue that there was with the meter which lowered the outstanding balance.


So I am aware, what further is it that you are looking for as a resolution to your complaint?


I will check for a response on 6 August 2019. If I have not had a response at that time, I will stop working on your complaint.

Yours sincerely

Bryony!

Customer Resolution Manager

!----

ME:

Dear sirs,

Please find figures for our bill taken from the bills you have sent us. The values are taken from ACTUAL READINGS from 22May18. You have handed this to your debt collection department and I don't know why. This is not resolved as a bill. This will be noted in my complaint.!

Regards

(There follows a list of dates/rates/credits/£/totals - taken from Eon bills)
---

EON:

Dear Mr XXXXX

Thank you for emailing in.


If you would like to send your calculations to us once you have them ready, we will review them and be able to go through them with you.

Kind regards


(Insert name)

D_M_E

1. Edit your post and remove the account number.

2. Your BIG BIG mistake here is relying on the phone staff to get anything done - this is fine if anything actually gets done ib the first week or so of contact, but as you have found, talking to them on the phone achieves nothing except frustration and hours wasted on the phone explaining to various people what the problem is, which they seem incapable of understanding in the first place.

You need to WRITE a letter headed COMPLAINT in big bold letters and send by post.

In your letter, keep it short and simple, state that they have, since XX date beed charging transposed readings, that is charging the night rate for daytime use and vice versa and state that you want a correct bill based on the rate applied to the correct reading.
Also, if you can, enclose the readings on the day you post the letter and if possible also enclose photos as well.

State that all communication on the matter must from now on be in writing only and, if they do try and phone to discuss, be polite and inform whoeveritis that calls that you will only discuss in writing only so that you have a paper trail should it be required at some point further down the line.

Also demand that they call off the debt collectors as the "debt" is in dispute.

Again reiterate that a correct bill will be paid when it's presented.

Also send it by email as well if you like.

Don't forget to put aside an amount, say £"100, in a separate account every month ready to hand over when it's all resolved.

If nothing has been done 8 weeks after you have sent the letter then escalate to the Ombudsman.

Ectophile

And if they close the complaint without a satisfactory resolution, then you can immediately go to the ombudsman, without waiting for the 8 weeks.

Former_E.ON_Company_Representative:_Malc

Jay_nee wrote: »

I queried mis-billing in February 2019. Meeting every deadline and CS request, this is unresolved. (Read from the bottom email) i have no connection to Eon.

ME:

Dear Bryony,

I have replied by your deadline of 6th but understand you have nevertheless closed this complaint. Please confirm that you are not intending to respond to the email I sent regarding calculations made on the basis of Eon bills supplied by Delilah Aboud.

I understand that this has been a problem since May, when the new meter was put in. I understand that despite alerting you to this mis-billing in February, it has now come to August after several visits from your meter men. I understand that they have communicated with you. I understand that the bill is unresolved and you are not prepared to look at calculation based these Eon bills. I also understand you have now handed this to your debt collection department without further communication.

I understand that Eon has mis-billed. I understand that no resolution is on offer from yourself. Please confirm if you are prepared to consider any discrepancy by responding in an email as per previous request.!

The bill payer has been diligent in paying bills. This has taken far too long and I understand that I have alerted you that not replying may lead to a more serious complaint, as per previous email,

Regards

14.8.19


----
EON:


Hello,

ACC: x9999999999x

Balance £528.94DR

Sorry I’m not your Resolution Manager anymore. Bryony was dealing with your complaint and now it is closed.

Thank you.

---

!ME:

complaint RE SENT DUE TO NO REPLY

Is anyone dealing with this?

ME:

ResolutionComplaint RE SENT DUE TO NO REPLY

Dear Bryony,
!
Calculations are as per copies of the bills requested from your colleague, Customer agent (insert name) These are your bills.!

It is Eon's responsibility to bill correctly. You have not done this. The problem of Eon inversely billing night-for-day and vice versa has been going on since May, 2018. !I have alerted you to this error in February and requested copy bills. I have supplied you with calculations based on these bills.!

You have now handed this to a debt collection agency - without considering the billing correctly. I am extremely concerned that the length of time this has taken, the reluctance of the customer agent to assist - and now the threat of a debt collection agency, may amount to a more serious complaint.

Methodology, together with the bills supplied - with Eon's standard logo and header - are available to you on request,

Rgds

---
EON:
Dear!Mr XXXXX


Thank you for your email. Your complaint was closed due to no contact. That is why your information was passed to a Debt Collection Agency. I have now re opened your complaint as per your email.!

Your Complaint

I can see you have had an ongoing complaint regarding the outstanding balance which is currently £528.94. I can see that you had your meter tested earlier this year however those results showed there was no fault with your meter however the day and the night! readings were being recorded incorrectly. This has since been corrected which credited your account back £874.86

Your Calculations

I understand that you have manually worked out what your think the balance should be, however we bill to the meter reading and will not change these charges. What E.ON has billed to is what we believe to be correct.!


The next steps

I believe that your complaint is resolved, and I would be in a position to offer you a resolution. we have explored if the meter is faulty and corrected an issue that there was with the meter which lowered the outstanding balance.


So I am aware, what further is it that you are looking for as a resolution to your complaint?


I will check for a response on 6 August 2019. If I have not had a response at that time, I will stop working on your complaint.

Yours sincerely

Bryony!

Customer Resolution Manager

!----

ME:

Dear sirs,

Please find figures for our bill taken from the bills you have sent us. The values are taken from ACTUAL READINGS from 22May18. You have handed this to your debt collection department and I don't know why. This is not resolved as a bill. This will be noted in my complaint.!

Regards

(There follows a list of dates/rates/credits/£/totals - taken from Eon bills)
---

EON:

Dear Mr XXXXX

Thank you for emailing in.


If you would like to send your calculations to us once you have them ready, we will review them and be able to go through them with you.

Kind regards


(Insert name)

Hello Jay nee and I'm sorry this has been going on for so long.

From the above, it looks like we offered a resolution based on a meter test and re-bill that credited back £874.86 due to us billing the day and night usage the wrong way round. As this resolution isn't acceptable, I would suggest going further along the complaints route and referring the case to the Energy Ombudsman. There's more about this on our website including details of how to contact them.

As you raised this in February 19, you can go directly to the Ombudsman now. Have we let you have a letter detailing our Final Offer? If we have, this will also include details of how to contact the Ombudsman.

The Ombudsman will let you have a reference number. Please contact the Complaint Manager with this number and ask them to stop further debt follow-up. As the debt is now with a third party, we need to manually stop follow-up until the Ombudsman have come back to us.

Hope this points you in the right direction Jay nee.

Malc

Talldave

Without the figures, non-Eon forum members cannot comment on whether the £874 credit was the correct outcome or not. It's not clear what you expected the outcome to be?

Jay_nee

This problem originates with a new meter fitted May 2018. Reading 0000. I asked for and received copy bills. I then calculated the bill on these transposed reading.

Eon sent a bill - starting in June 2018. Some Actual readings are redacted. Made an interim payment. Approx. £500 discrepancy. The rest is as above. I will set it in writing.

Talldave

So did Eon get the calculations wrong when they corrected the rate swap?

Jay_nee

If they would check my figures against the original bill - or even communicate , I would know. I make this new set of bills to be out by hundreds of pounds.